Can't pair to hub

[Emmvee]

Hello

I cannot pair my Huawei p30 pro to my brand new  EE hub.

If I login to the hub via 192.168.1.254 but not sure what to do next.

Please could someone help on exactly what to do as I am not very technical 

Thank you 

[XRaySpeX]

@Emmvee : Does your phone see the network name (SSID) of the router? What happens when you supply your WiFi pwd to it?

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

[Emmvee]

@XRaySpeX 

My phone does see the network name and connects perfectly to the WiFi. The WiFi service is fast and I have no issues other than I can't pair my phone to set up WiFi controls.

My plan is

Full fibre 150

Hub is 

Smart hub SH32B

No extenders

[XRaySpeX]

Oh, you mean you can't pair the EE app (on your phone) to the router?

Which EE app is it & what's its version? I hope it's not the EE Home app. That's not suitable & was intended for an earlier router.

[Emmvee]

@XRaySpeX 

Yes, that's correct.

It's the main EE app (not the home app)

The version is 5.56.0

[XRaySpeX]

Looks the right app. What happens when you try?

P.S. No need to keep tagging me. The audit trail shows up.

[Emmvee]

No worries 

The app goes through the process of trying to pair (spinning circle), then crashes to phone desktop 

[Leanne_T]

Hi there @Emmvee 

Thanks for coming to the community. 

If you're unable to set up WiFi controls on your mobile, could you try deleting the app and reinstalling and also restarting the router and try to pair again, does this work for you?

Leanne. 

[Emmvee]

Hi @Leanne_T 

Thank you for your reply.

I have done all that multiple times with no change 

[Leanne_T]

Thanks for confirming, sorry if I missed this had been tried @Emmvee 

In this case, I would suggest giving us a call and the team will get the EE account looked into to see what could be causing this and help you further 🙂

Please see our Contact Us for ways to get in touch. 

Leanne.

[Emmvee]

I have done that and a guide called James got back to me earlier.

He told me that it's because I have a Huawei phone and there's a problem with the Bluetooth in the hub has a problem connecting to the Bluetooth on my phone.

This thread started for me because someone who has the same problem as me and was solved by changing the SSID and password. I wanted to know if this was correct and how to do it.